Cyberhaven

Technical Support Engineer

US Remote. Posted 2 months ago

The role

You will provide technical support for the Data Detection and Response platform. You will troubleshoot customer issues, document bugs, and collaborate with engineers to resolve complex problems.

What you will do

  • Provide technical and non-technical directions to help customers solve issues.
  • Take ownership of customer issues including troubleshooting and root cause identification.
  • Identify and escalate priority issues.
  • Collaborate with backline engineers to solve complex issues.
  • Meet or exceed customer expectations on response quality and timeliness.
  • Serve as internal and external point of contact on customer escalations.
  • Collect information, reproduce behavior, and document bugs with Engineering.
  • Create process and troubleshooting documentation for the knowledge base.
  • Work with client resources to understand data security risks and threats.
  • Work with the CX team to build processes, reporting, and metrics.

Required qualifications

  • 2+ years experience in providing technical support to customers for software solutions
  • Deep technical background with hands-on experience in supporting and troubleshooting security and/or endpoint technologies
  • Ability to learn new technologies quickly
  • Experience with Salesforce, JIRA and Github
  • Proven experience in managing external and internal stakeholders
  • Experience working with complex endpoint DLP solutions
  • Ability to manage high priority support requests
  • Ability to work closely with a development team to communicate customer requirements
  • Proven experience in meeting customer SLA expectations
  • Excellent problem-solving and analytical abilities
  • Highly motivated, customer-centric person
  • Ability to work as part of a global team

Nice to have

  • Ideally, you will be comfortable speaking with security and customer operation teams

About the company

Cyberhaven is building Data Security for the Agentic Enterprise. The team includes leaders who built industry-defining technologies at CrowdStrike, Palo Alto Networks, Meta, and Google.